If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask at the check-in counter or boarding gate for the text stating your rights, particularly with regard to compensation and assistance.

About Collection and Use of Personal Information

1. Purposes of collection and use of the personal information
- To perform our contractual obligations and enable an appropriate level of service to our customers;
- For Lotusmiles membership's purposes;
- To ascertain a high level of security and safety on our flights;
- Accounting and financial requirement;
- For customer care purposes;
- To communicate with you;
- For direct marketing purposes.

2. Items of personal information that it intends to collect- General:
+ Name, passport number and other identifying information;
+ Your contact details and personal account or registration details;
+ Your payment information;
+ Information about your reservations, bookings and purchases;
+ Your membership of our loyalty programs like Lotusmile;
+ Information we collect when you use our websites, apps and other digital media;
+ Our communication with you;
+ Information in relation to social media.- Sensitive data:
Vietnam Airlines may also, subject to your express consent, collect certain information relating revealing racial or ethnic origin, political opinions, religious or philosophical beliefs which can be considered as ''sensitive personal data" pursuant to Article 9 of the GDPR, the law of Vietnam and under other applicable jurisdiction.- Cookies and similar technologies.

3. Period of time during which it intends to possess and use the personal information
Vietnam Airlines will retain your personal information collected on our internal system in the period of services provision or as long as fulfilling the purposes which it was collected or in so far as such is necessary for compliance with statutory obligations and for solving any disputes or until the information are required to be deleted by you.

Web Checkin is available 24 to 1 hour before flight departure

If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask at the check-in counter or boarding gate for the text stating your rights, particularly with regard to compensation and assistance.

Award ticket applying to all Vietnam Airlines domestic and international flights.

All Lotusmiles members can get award tickets on Vietnam Airlines.

Gold and Platinum members can get award tickets for relatives and friends.

Validity of award ticket:

Award ticket with itinerary wholly on Vietnam Airlines operated flights and/or codeshare flights from VN*2000 to VN*2999, or combined with flights operated by SkyTeam member-airlines: 01 year from the date of commencement of travel. For totally unused ticket, change to ticket (revalidation/exchange) must be done within 01 year from the date of original ticket issuance and validity of the new ticket is validity of the original ticket.

Award ticket with itinerary on the flights operated by other airlines which have agreements on Lotusmiles Program cooperation with Vietnam Airlines: 01 year from the date of ticket issuance.

Award ticket with itinerary combining Vietnam Airlines operated flights and/or codeshare flights from VN*2000 to VN*2999 with flights operated by non-SkyTeam member airlines which have agreements on Lotusmiles Program cooperation with Vietnam Airlines: 01 year from the date of ticket issuance.

Excess Baggage Awards

Excess baggage Award applies to all Lotusmiles members or people in the redemption groups of Gold and Platinum members.

Apply for flights operated and marketed by Vietnam Airlines only.

Excess-baggage award is limited to 30kgs for each flight. Excess-baggage package is at least 10kgs and the next calculated unit is 10kgs(if weight of award excess-baggage is over 10 kgs).

Access to Business Lounge Award

From November 1, 2018, Lotusmiles Platinum and Gold members can redeem for one companion travelling on the same flight to access the Lotus lounge. Details are as follow:

Mileage deduction for the companion who is in the nominee list of Platinum and Gold members:

Business lounge access for domestic flights: 2,000 miles/person

Business lounge access for international flights: 4,000 miles/person

Mileage deduction for the companion who is not in the nominee list of Platinum and Gold members:

Another 20% of normal mileage deduction will be applied.

Note:

Apply for flights operated by Vietnam Airlines with carrier code VN on tickets.

Apply for Lotus lounge in Vietnam only.

Access capacity depends on availability.

Platinum and Gold members submit the award request at the time of check in.

Award redemption policy in the Peak period

Lotusmiles members are entitled to redeem awards on certain domestic and international routes in peak periods with miles deducted are required more than in off-peak period. Members can refer to the Peak period tables below

Round The World Award

Round The World is a program offered by Skyteam to allow passengers to travel across continent in an exciting journey. Passengers, for example, can go from New York to Paris, then Hanoi, Tokyo, Los Angeles and finally go back to Boston as described in the below travelling journey:

Option 2: Member could also fill the information in the Award request on website/mobile application (Log in Lotusmiles account, choose redeem miles and Redeem at branch offices).

Step 3: Check the award information.

Members should follow the redemption process and check your award status on website (Log in your Lotusmiles account, choose Redeem miles). Members could also contact Lotusmiles Center to update the award status.

Award e-voucher will be sent to member registered email, however, members may not receive the notification email due to network service error.